為有效因應全球市場競爭，郵政總局於2003年重組，並更名為由交通部百分百持股之國營中華郵政股份有限公司。組織績效為競爭力之具體表現，與窗口人力調度、公務需求及客戶滿意密切相關；本研究就合理調度窗口人力角度，探討從公務需求與客戶滿意之觀點評估郵政組織績效。參酌相關文獻理論及資料建立5個假說，並尋覓5位經歷豐富專家進行深入訪談及分析結果。
    彙整訪談結果與文獻資料顯示，合理調度窗口人力對公務需求具有正向影響、對客戶滿意具有部分正向影響；公務需求及客戶滿意對組織績效均具有正向影響；公務需求與客戶滿意因員工個人觀點，部分相互影響，部分無關。有效的合理調度窗口人力，可以快速清楚地描述與郵政組織績效有關之目標和方向，對合理調度窗口人力抱有很高期望的經理人，可以藉由合理調度窗口人力以提高郵政服務組織績效；正確的整合公務需求與客戶滿意，對達成組織績效也是相當重要的。
    本研究引用合理調度窗口人力概念來說明公務需求與客戶滿意間之關係，因為它們都與郵政組織績效相關。另外還介紹了郵政服務的一般管理理論，可供郵政或相關產業參考。

In order to effectively respond to global market competition, the General Administration of Postal Corporation was reorganized in 2003 and renamed Chunghwa Post Co., Ltd., a 100% state-owned company administrates by the Ministry of Transportion. 
Theoretical perspectives on Reasonable Dispatching Window Human Planning, Official Demand and Customer Satisfaction were studied to evaluate the Postal Service Organizational Performance. A total of 5 interviewers were selected; in-depth interview was utilized on in this study for the 5 propositions analysis.
The results demonstrate that Reasonable Dispatching Window Human Planning positively affects with official demand, however partly positively affects with Customer Satisfaction. Both Official Demand and Customer Satisfaction positively affects with the success of Organizational Performance, nevertheless Official Demand does not correlates positively with Customer Satisfaction, partly correlate and partly non-correlate. 
An effective Reasonable Dispatching Window Human Planning can rapidly clarify the goals and directions associated with Postal Service Organizational Performance. Managers with high expectations of Reasonable Dispatching Window Human Planning can improve Postal Service Organizational Performance when they clearly share Reasonable Dispatching Window Human Planning objectives and directions. Proper integration capability of Official Demand and Customer Satisfaction are also essential to the success of Organizational Performance.
    This study introduces the concept of Reasonable Dispatching Window Human Planning to explain the relationship between Official Demand and Customer Satisfaction as they pertain to Postal Service Organizational Performance. A theory of general administration of postal service is also presented.

目錄

目錄	I
表目錄	III
圖目錄	IV
第一章 緒論	1
第一節 研究背景與動機	1
第二節 研究目的	3
第三節 研究流程	4
第二章 文獻探討	5
第一節 合理調度窗口人力	5
第二節 公務需求	9
第三節 客戶滿意	11
第四節 組織績效	13
第五節 假說推論	17
第三章 研究架構與訪談內容	27
第一節 研究架構與假說	28
第二節 研究設計	28
第三節 研究訪談對象	34
第四節 資料分析	35
第四章 訪談與假說驗證	40
第一節 合理調度窗口人力對公務需求之影響	41
第二節 合理調度窗口人力對客戶滿意之影響	47
第三節 公務需求對組織績效之影響	53
第四節 客戶滿意對組織績效之影響	57
第五節 公務需求與客戶滿意之相互影響	62
第五章 結論與建議	68
第一節 結論	68
第二節 研究建議	71
第三節 研究限制	72
第四節 後續研究建議	75
參考文獻	77
附錄 訪談內容	85
	
 
表目錄
表3-1 各局規模與區位關聯性分析表	35
表3-2 不同尾數取捨標準分析表	37
表5-1 究結果彙總表	70






























圖目錄

圖1 1 研究流程圖	4
圖2 1 服務行銷三角架構	12
圖2 2 離職的分類	20
圖2 3 雙因子理論	23
圖3 1 本研究架構	28
圖3 2 組織變革三階段	30

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